Frank&Fred Withdraw problem

xdresta

xdresta

New member
Hello, i will try to make this as short as possible to read, with this case i spent more than a month now, still haven't received my money yet.

I signed up at this casino last month, did some winning, looosing, you know like usual. I verified all my documents, everything looked fine. I placed a withdraw of 29,975 NOK, and expected to receive money shortly, like 3-5 business days, like the most casinoes does.

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So few days passes by, i reached customer support and asked if everything is fine, they said they completed this withdrawal and funds should come soon to me. A week or so passes by, i reached customer support again, they said me there is some problems with Norwegian players, so it may take longer then expected, alright i'm still waiting. Then couple weeks passes, i'm feeling little frustrated, i'm starting to contact support everyday,  they told me this is because of HexoPay or something (they are using this service to send money) and they having some trouble with Norway (because of strict gambling regulations) and they are trying to solve this problem asap. 

10 days ago i even reached staff via email, they confirmed that i will finally receive money by the end of currect week.

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Now almost 2 weeks passed after this, all that customer support says that "we are working hard" to fix this, and i should just wait for HexoPay to send proof of payment to FrankFred, and they will forward me that proof, and then i should show this to my bank.

Summary: This Withdraw process is taking more than a month now, i'm feeling that i'm loosing my money, no one is giving me clear information what is going on, i want someone to help me to solve this case.

I play at Leovegas, 21, Norskeautomater, Rizk and more of CasinoGrounds reccomended casinoes, all withdraws come in my bank account in few days, last withdraw i did this week, no problems, and here I can't even cash out these almost 3k euro? It's not a lunch money, it's quite a big ammount, i want to receive it.

What should i do?

 
Hi  im in the same boat

Costumer service has said for 2 weeks that the problem has been solved and that i get the money "this week" .This has only been a lie every time

 
Casinofreak said:
Hi  im in the same boat

Costumer service has said for 2 weeks that the problem has been solved and that i get the money "this week" .This has only been a lie every time
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I mean if they can't send money to a bank, they could send funds via e-wallet, not hold a customer whole month hanging.. ?

 
I'm having the excact same problem with leovegas, they have been promising me "tommorow" everyday for 3 weeks now

 
For me, it seems that there is poor communication between the casinos and third party, which i think is very worrying. Shouldn't be so difficult to get the money returned to the player account, so that you can try for example skrill instead.

 
Casinofreak said:
For me, it seems that there is poor communication between the casinos and third party, which i think is very worrying. Shouldn't be so difficult to get the money returned to the player account, so that you can try for example skrill instead.
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That is very true! In my case, communication between FrankFred and HexoPay takes almost 2 weeks now to get simple proof of payment that i can show to my bank.

 
Hello,

As you are probably already aware, the authorities in Norway ramped up their efforts to stop gambling transactions in May. Previous solutions that were in place stopped working, and hence our Payments team tried their best to mitigate the impact by f.e adding HexoPay and other solutions. Unfortunately these new solutions have not managed to cater for all transactions.

Our Payments team are working intently on mitigating and fixing this issue as soon as possible. All transactions will be processed, we have nothing to gain to keep your money. It's as big as a headache on our side, and we're currently in a scenario we do not want to be in.

Nothing is "simple" anymore with Norway. Any information passed on by Support/Payments is the best information they had at that point in time. These issues are new on the market and both our Payments team, our Payments partners and even the Norwegian banks are "learning on the fly".

To any player waiting for the transaction my advise is to keep calm and listen to what Support says. There is no benefit for them to do anything which is not in your best interest. The transaction will arrive, sooner or later.

For any player who is in the process of requesting a Withdrawal, the advise is to use either Neteller or Skrill.

 
I contacted my bank, after 45 mins of investigation they didin't find any signs of money. They are not holding/blocking the money, they don't even block it themselves, it happens automatically before funds reach the bank. So third party that FrankFred are using should have the money, but they only taking long time to take action.

@FrankFred Casino Please just get money back into players accounts, so we can choose other Withdraw option.

 
Hello,

If you wish to cancel the current attempt for the transaction, and instead use another method, please contact Support and state this. They will be able to advise on what steps are needed in your particular case. 

 
FrankFred Casino said:
Hello,

If you wish to cancel the current attempt for the transaction, and instead use another method, please contact Support and state this. They will be able to advise on what steps are needed in your particular case. 
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That is too late, they said they are already sent the money (3 weeks ago), so i can't choose other payout method, can't get back money into my player account, all i can do is wait they said. 1 month of waiting is really bad for my health you know,

 
it's a bit difficult to keep calm and listen to what support says when what they say is not true, all you say is only for buy time anyway. The patience for us players has reached the limit so my advice is to put the money back on player account to all Norwegians players who had problems in may, so can you keep calm and wait instead.

 
Casinofreak said:
it's a bit difficult to keep calm and listen to what support says when what they say is not true, all you say is only for buy time anyway. The patience for us players has reached the limit so my advice is to put the money back on player account to all Norwegians players who had problems in may, so can you keep calm and wait instead.
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I've worked as a support agent, and it's really frustrating when people write stuff like "all you say is only for buy time anyways". No, it is not. 

It's a nightmare for those working as 1st-line support agents when shit like this happens. They have to rely on info from multiple departments, and eventually, all these tickets clog up the system, making any inquiry take up to 10 times longer to solve.

It's a nightmare for every single department, and I can assure you that they are working overtime to solve problems. Not just FrankFred, but any casino with Norwegian players that are due their money.

Read this: https://e24.no/makro-og-politikk/pengespill/nordmenns-kasinogevinster-stoppes-av-staten-tirsdag-begynner-rettssaken/24638056 and https://www.aftenposten.no/norge/politikk/i/g74yA0/Myndighetene-vil-stoppe-nordmenns-nettgambling-Oljefondet-kjoper-seg-opp-i-de-samme-selskapene

Please note that the following quotes are propaganda, and are simply not true. It's nearly everyone, and 

"Det usikkert hvor mange transaksjoner dette gjelder, men bankene E24 har snakket med sier det gjelder et fåtall kunder."

and 
 

– Vi opplever at det er få transaksjoner dette gjelder. Betalingene blir returnert til spillselskapet samme dag eller dagen etter, sier Anja Lohne, kommunikasjonsrådgiver i Nordea.

I do agree on the patience part, however. I am surprised that there's no feasible solution to this yet, especially for those cases that are more than 4 weeks old. 

 
CGDL said:
I've worked as a support agent, and it's really frustrating when people write stuff like "all you say is only for buy time anyways". No, it is not. 

It's a nightmare for those working as 1st-line support agents when shit like this happens. They have to rely on info from multiple departments, and eventually, all these tickets clog up the system, making any inquiry take up to 10 times longer to solve.

It's a nightmare for every single department, and I can assure you that they are working overtime to solve problems. Not just FrankFred, but any casino with Norwegian players that are due their money.

Read this: https://e24.no/makro-og-politikk/pengespill/nordmenns-kasinogevinster-stoppes-av-staten-tirsdag-begynner-rettssaken/24638056 and https://www.aftenposten.no/norge/politikk/i/g74yA0/Myndighetene-vil-stoppe-nordmenns-nettgambling-Oljefondet-kjoper-seg-opp-i-de-samme-selskapene

Please note that the following quotes are propaganda, and are simply not true. It's nearly everyone, and 

"Det usikkert hvor mange transaksjoner dette gjelder, men bankene E24 har snakket med sier det gjelder et fåtall kunder."

and 
 

– Vi opplever at det er få transaksjoner dette gjelder. Betalingene blir returnert til spillselskapet samme dag eller dagen etter, sier Anja Lohne, kommunikasjonsrådgiver i Nordea.

I do agree on the patience part, however. I am surprised that there's no feasible solution to this yet, especially for those cases that are more than 4 weeks old. 
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i worked at customer support aswell, i clearly understand that support guys are not guilty, but by pushing on support we can put some stress on the heads of the casino, make things happen a little faster, there are money on the hold, so people won't stay quet forever.

 
CGDL said:
I've worked as a support agent, and it's really frustrating when people write stuff like "all you say is only for buy time anyways". No, it is not. 

 
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i was told that the problem was resolved and that i will receive the money this week; the week went no money. Contacting cs again where i was told " no we said next week so this week we are in now" this week has also gone still not received anything, so this is why i feel that way. 

They shouldn't give out promises that aren't 100% safe, this just creates even more frustration something one should know when working as a support agent.

 
I am a player from Norway also, I have been waiting for about 7 weeks, and just the same problem as you. 

I am pushing the chat every week, and they allways tell me "you will hear from us", but I never hear anything, it is so stressfull to wait and feel completely invisible.

Let me know if you get your money/find a solution, because I have almost given up...

 
I have waited for a 10K withdrawal since 19th of May.. 

same story here...  Maybe next year we will get the money... :P

Three days later I had a withdrawal of 16,5K at Vera&John casino and got the money three days later..

 
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Im having the same problems with LeoVegas. Still waiting for withdrawals since 30.5. 

Leovegas Sopport 4.6 "u should have the money by friday 7.6, if not contact us again"
Leovegas support 7.6 "Check again after 16 o clock then u shuld have it"
Leovegas support 7.6 "I have checked it with the economy department u should have it by tuesday next week"
Leovegas support 11.6 " We are paying out now as we speak, so u should expect the money within friday this week"
Leovegas support 14.6 " i have sent it to economy department, and as a gift for your patience, we have awarded u with 10 freespins worth 0.1 euro each"

So if anyone have a suggestion, please let me know

The thing that annoys me that I even asked if they had problems to withdrawals to Norway, and they said no, and here we are, waiting again..

 
Small ammounts are no problem, i withdrawed 2000kr from leovegas on friday, received money today, i recommend you guys to cashout small ammounts for now, if you dont want to wait months without any progress

 
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